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BlackBerry® Link

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Contributor
jays432
Posts: 10
Registered: ‎02-04-2013
My Device: Z10
My Carrier: Orange

Link problem installing

Windows 7. Installation is interupted, when I try to repair it says missing dll file. The program does actually open. On settings for back-up though it says no device data. Z10 says it is connected to pc though

Please help

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BlackBerry Technical Advisor (Retired)
ViciousFerret
Posts: 4,285
Registered: ‎07-26-2010
My Device: Q10/Q5/Z10/9930/9860/9310

Re: Link problem installing

Hey jays432,

Welcome to the BlackBerry Support Community Forums.

 

Does it state which DLL file is missing?  Did you restart the computer after installing BlackBerry Link?  Did you try doing a media synchronization with BlackBerry Link?

 

I look forward to your reply.

 

Cheers.


-ViciousFerret


 


Come follow your BlackBerry Technical Team on Twitter! @BlackBerryHelp


Be sure to click Like! for those who have helped you.

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Contributor
jays432
Posts: 10
Registered: ‎02-04-2013
My Device: Z10
My Carrier: Orange

Re: Link problem installing

Hi

 

It said installation interupted but it has actually installed! The message came up just after it said registering software. It is up & running though.

 

I cannot back up though as there seems to be a problem with one of the drivers. When I say backup (in Link) and select the data to backup it says there is no data!!

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Visitor
BBlanch
Posts: 1
Registered: ‎02-06-2013
My Device: Z10
My Carrier: Vodafone

Re: Link problem installing

I've had the exact same problem, XP machine did have Desktop manager on it, which has been uninstalled and link re-installed, unfortunately this made no difference.
My Windows 7 machine did the same thing as above, DLL issue and an interrupted installation. Restarting hasn't helped. Really interested in the solution to this.
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BlackBerry Technical Advisor (Retired)
ViciousFerret
Posts: 4,285
Registered: ‎07-26-2010
My Device: Q10/Q5/Z10/9930/9860/9310

Re: Link problem installing

Hey BBlanch and jays432,

Thanks for the replies.

 

Follow the steps below to resolve the issue:

 

  1. Delete the BlackBerry Desktop Software installation file.
  2. Empty the Recycle Bin on the computer.
  3. Clear the cache for your browser. For instructions, consult your browser documentation or help file.
  4. Download and install the latest version of the BlackBerry Desktop Manager from your carrier's website and attempt the installation process.

Note: You may need to try an alternative browser and repeat the steps above prior to re-downloading the device software. With Windows Vista and above it is also best practice to right click on the installation package and choose the option to Run as administrator

 

It is advisable to empty the Recycle Bin and clear the browser cache after deleting the BlackBerry Desktop Software installation file, as there could still be traces or references to the installation file present in Microsoft Windows.

 

Let me know if you have any more questions.

 

Cheers.


-ViciousFerret


 


Come follow your BlackBerry Technical Team on Twitter! @BlackBerryHelp


Be sure to click Like! for those who have helped you.

Click  Accept as Solution for posts that have solved your issue(s)!



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Contributor
jays432
Posts: 10
Registered: ‎02-04-2013
My Device: Z10
My Carrier: Orange

Re: Link problem installing

Hi ViciousFerret

 

I have removed Link, searched for all mention of Blackberry Desktop and removed that. Cleared recycle, used a new browser. Went to Orange website for the Link download.

Installation interupted agaim, although it does open!

Go through the blackberry id login, plug phone in and get error on device driver (picture below) It wont back up

 

 

 

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Contributor
jays432
Posts: 10
Registered: ‎02-04-2013
My Device: Z10
My Carrier: Orange

Re: Link problem installing

well I would post a pic if I could figure out how

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Contributor
jays432
Posts: 10
Registered: ‎02-04-2013
My Device: Z10
My Carrier: Orange

Re: Link problem installing

When I plug the Z10 in windows starts installing device drivers. Message I get says Device driver software was not successfully installed

Blackberry Smartphone - a cross and it says device unplugged

Blackberry device - a tick and it says ready to use

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BlackBerry Technical Advisor (Retired)
ViciousFerret
Posts: 4,285
Registered: ‎07-26-2010
My Device: Q10/Q5/Z10/9930/9860/9310

Re: Link problem installing

Hey jays432,

Thanks for the reply.

 

We are going to need to gather some logs from BlackBerry Link.  Please contact your network service provider and ask to be transferred to BlackBerry so we can find the root cause.

 

Thanks.


-ViciousFerret


 


Come follow your BlackBerry Technical Team on Twitter! @BlackBerryHelp


Be sure to click Like! for those who have helped you.

Click  Accept as Solution for posts that have solved your issue(s)!



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Contributor
jays432
Posts: 10
Registered: ‎02-04-2013
My Device: Z10
My Carrier: Orange

Re: Link problem installing

ViciousFerret

 

Is there a contact number for Blackberry. I have just spent 45 minutes on the phone trying to get put through to Blackberry but my service provider just getting me to try this and that. She wasn't interested in Logs!

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